Call Center Manager

Where

Raleigh, NC

What you'll be doing

Manage the development and implementation of operational goals, objectives, and priorities. Direct supervision of supervisory staff in scheduling and coordinating CSC activities and projects. Monitor departmental activities through operations reporting for productivity, ageing, and performance. Manage and document personnel issues. Mentor staff and identify career goals and development opportunities. Provide employee performance appraisal as well as reward and discipline employees. Serve as the primary information resource for URS and NCTA personnel concerning the CSC operations. Work collaboratively with NCTA personnel, consultants, and contractors, regional tolling authorities, and other organizations to achieve the objectives of the CSC. Maintain current knowledge of trends and developments in the field and facilitate applications of such to CSC policies and procedures as appropriate. Develop and implement an effective employee appraisal and incentive processes. Address internal and external complaints and resolve problems, be proficient at conflict management. Handle and manage the government, non revenue, and fleet account processing functions.

What your background should be

Supplemented by five to seven years in a supervisory/management capacity. Preferably in the field of customer service in the tolling industry or in financial services; or equivalent combination of education and experience. Strong process, analytical and organizational skills. Strong verbal, presentation, and written skills. Strong time-management skills, problem-solving skills, and analytical skills. Highly developed sense of integrity and commitment to operational excellence. Must possess excellent computer skills with a strong knowledge of MS-Office products such as Excel, Access, PowerPoint, and Word is highly desirable.

Required Schooling / Training

Bachelor degree (BA/BS) from an accredited four-years college or university

Who is the client company

The company provides engineering, design and construction service.

If you are interested in this position, send your resume to apply@kochdavis.com